On June 25, 2003, I was having problems with my Internet connection and my provider determined that on his side everything is in order. I have a three years Next Business Day service contract with Dell Canada.
I made the mistake of calling “the best Tech Support at #1 Computer Company in Canada”. What a laugh.
After holding for 30 some minutes, I got a hold of someone in India. I had to give my service tag number, my name, address and phone number. I couldn't understand her broken English, and I had to repeat everything 2 to 3 times. I do not think she understood me either.
After 45 minutes of trying to solve the problem, the Tech decided to ship me by currier overnight a new network card and asked me to call back for installation instructions. The card arrived July 3, 2003. Eight days late. That’s a Next Business Day service contract for you.
The Same day I called for the installation instructions. After holding for some 15 minutes and giving my service tag number, my name, address and phone number, again, I spoke to Dave, in India. I spent about 40 minutes this time only to find out that the card was defective, which I found hard to believe. This time I demanded a technician in my house next day.
I phoned several times to find out when will the service man show up. Each time holding endlessly for another John or George, in India, giving my service tag number, my name, and address and phone number. They would promptly put me on hold to check my file and help me… not.
I called the Customer Care to complain. After holding for god knows how long and giving my service tag number, my name, address and phone number again. I spoke to a nice lady only to find out that the only thing she could do for me was to forward my complaint by e-mail to, guess where…the Tech support. What a laugh. She would not let me speak to the supervisor or reveal his/her name.
On July 10, 2003 the technician showed up at my house. After two hours and new network card and new motherboard and many other tricks he determined that there was no hardware problem from the beginning. It was my Windows Me. Ater all this time. What a joke! I was really impressed with Dell’s extremely “competent” Tech support group.
I was told to reinstall my Windows Me but the technician was authorized to work with hardware only so he went home and I stayed with my not working computer for the 15th day. Now I needed to reformat my hard drive in order to reinstall the Windows Me. I had some 20 Megs of very important data on my hard drive, which I needed to back up.
The advise I got from the Tech support after holding for some half an hour and giving my service tag number, my name, address and phone number, again was to find a friend with the computer who would let me install my hard drive into his computer and back up my data into it. Or, buy myself a second hard drive; from Dell of course, otherwise Dell will not service my computer.
It took me 16 hours off and on to reinstall the Windows and several calls to Tech Support. Always waiting on hold with Tech Support and always giving my service tag number, my name, address and phone number, again and again and talking to sometimes-unfriendly people who could not help me.
I complained to the Customer Care. I even wrote to the Director, Services at Dell Canada. No response.
What a nightmare, what a horrible experience. I am still furious with the #1 Computer Company in Canada. What a JOKE!
I don’t think Dell understands that their customers do not have the time to sit on the phone hour after hour trying to explain to someone who doesn’t understand what the problem is or how to fix it. It is my intention to try to make public, the way Dell treats their customers.
Today is July 14, 2003. My computer is working after 18 days of the hell form Dell.
Michael
Vaudreuil, Quebec